[Remote] Assigned Support Engineer (AMER) at GitLab

Remote

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software DevelopmentIndustries

Requirements

Experience in, and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution
Advanced problem-solving capabilities with the ability to navigate ambiguous, multi-layered technical challenges and architect solutions that address root causes rather than symptoms
Proactive support mindset that anticipates customer needs before they escalate, identifies patterns and trends across incidents, and empowers customers through comprehensive documentation, knowledge articles, and self-service tooling
Experience with GitLab and CI/CD; understanding the range of different GitLab implementations, and how service interruptions impact the customer
Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)

Responsibilities

Provide technical support to our largest Self-managed, GitLab Dedicated and GitLab.com customers
Proactively engage with and build rapport with key customer stakeholders
Collaborate with our Product, Development, Infrastructure, Customer Success and Sales teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy
Troubleshoot and resolve complex, critical, and sensitive support issues via Zendesk tickets, email and video conferencing
Collaborate effectively with Support Engineering team members (through Pairing Sessions) and other GitLab team members (for example: as a Support Stable Counterpart)
Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews

Skills

Key technologies and capabilities for this role

GitLabDevSecOpsLinuxCustomer SupportTechnical TroubleshootingAI ToolsSDLCProduct Engineering Collaboration

Questions & Answers

Common questions about this position

What is the salary or compensation for the Assigned Support Engineer role?

This information is not specified in the job description.

Is this Assigned Support Engineer position remote?

This information is not specified in the job description.

What skills are required for the Assigned Support Engineer role?

The role requires deep technical expertise, Linux administration skills such as using strace for troubleshooting performance problems, and the ability to resolve complex technical issues. Strong collaboration skills with cross-functional teams and proactive customer engagement are also essential.

What is the company culture like at GitLab for this role?

GitLab has a high-performance culture driven by values and continuous knowledge exchange, where all team members are expected to incorporate AI into daily workflows. It emphasizes collaboration with industry leaders, every voice being valued, and co-creating the future of software development.

What makes a strong candidate for the Assigned Support Engineer position?

Strong candidates combine deep technical expertise in troubleshooting complex issues, like Linux administration with tools such as strace, with strategic customer engagement skills. Experience collaborating across Product, Engineering, and other teams to influence product roadmap and resolve customer blockers is key.

GitLab

Unified DevOps platform for software development

About GitLab

GitLab offers a DevOps platform that simplifies the software development process by providing a single application for collaboration, visibility, and speed. The platform integrates various tools needed for software development, which helps teams manage their projects more efficiently without juggling multiple tools. This allows companies to concentrate on enhancing their products instead of spending too much time on builds. GitLab serves a wide range of clients, including large corporations from different industries, demonstrating its versatility. The company operates on a subscription-based model, where clients pay for access to the platform, which includes features for continuous integration and deployment. GitLab also provides free trials and regularly updates its platform to deliver ongoing value to its users. By customizing its offerings and partnering with other technology providers, GitLab aims to enhance its ecosystem and drive revenue.

San Francisco, CaliforniaHeadquarters

2014Year Founded

$421.8MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Spending Company Money

Equity Compensation

Life Insurance

Financial Wellness

Paid Time Off

Growth and Development Benefit

GitLab Contribute

Business Travel Accident Policy

Immigration

Employee Assistance Program

Incentives

All-Remote

Part-time contracts

Meal Train

Fertility & Family Planning

Parental Leave

Risks

AI-powered coding assistants like Claude pose a competitive threat to GitLab's platform.

Potential sale to Datadog may lead to strategic shifts misaligned with customer expectations.

Integration of Oxeye may distract from GitLab's core DevOps offerings.

Differentiation

GitLab offers a unified DevOps platform, reducing complexity in software development.

The platform integrates tools for collaboration, visibility, and speed, enhancing development processes.

GitLab's open-source model fosters continuous innovation with a large developer community.

Upsides

Acquiring Oxeye enhances GitLab's cloud security, appealing to security-conscious enterprises.

Partnership with Ooredoo Kuwait expands GitLab's influence in the telecommunications sector.

Potential sale to Datadog could create strategic synergies and expand market reach.

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